COVID Customer Service May Drive 1 in 4 Customers Out the Door
Long waits for call center responses (and unhelpful answers) are leaving a lasting bad impression that financial institutions need to. Read More
Article Archive: Coronavirus
The Financial Brand’s library of articles concerning the impact of the COVID-19 pandemic on the banking industry.
Reigniting Banking Customer Acquisition Strategies Demands Fresh Ideas
Retuning marketing angles for 2021 with coronavirus still out there demands an ear for what will really work in the vaccine-based new. Read More
COVID Hiked Digital Banking Users But Improved CX Keeps Them There
Converts to digital channels often switched because they had to but reducing friction will make them happier to keep their finances. Read More
What A Biden Presidency Will Mean to Banks & Credit Unions
Amid COVID, recession and industry transition, Democrat priorities like fair-lending and inclusion step up as fintech issues loom. Read More
Lenders: Get Set for 2021’s Ugly Wave of Consumer Credit Collections
Coming credit crisis will test ability of banks and credit unions to treat troubled borrowers fairly while recovering funds. New AI can. Read More
What Financial Institutions Must Do to Survive 2021’s COVID Crunch
McKinsey lays out key strategies to help not only with upcoming credit problems but fundamental transformations now urgently. Read More
Will Bankers Ever Go Back to the Office Again?
Working from home has tremendous appeal to many of those working in the banking industry. But are financial institutions ready for. Read More
5 Ways Banking CMOs Can Reframe 2021’s Unknowns into Opportunities
After baptism by COVID, mid-size banks' chief marketing officers share opportunities and challenges of budgeting and planning for. Read More
When Banking Staffers Videoconference from Home Who Else Watches?
With many banking employees still working from home, video meetings are the norm. But bad tech or employees' workarounds may cause. Read More
How to Nail the Small Business Banking & Lending Market in 2021
Rough times mean stepping up your digital game to fend off fintech niche players and adding relationship managers who are effective. Read More
6 CX Developments Banks & Credit Unions Can’t Ignore in 2021
COVID's a retail banking gamechanger, accelerating digital and contactless trends. Expect more ITMs plus video 'telebanking' consultation.. Read More
Self-Service Banking Grows More Important in a Post-Pandemic World
Ultimately the question is not what channel consumers use but if their bank or credit union made it easy to take care of their. Read More
Why Financial Institutions Must Build Long-Term Digital Strategies Now
Banks and credit unions need to reassess how they compete with fintechs and big techs now that 'fast follower' is seen as a failed. Read More
Rethinking Branch Networks Without Killing Sales or Jeopardizing Growth
'Branch traditionalists' may have gotten more digital channel mojo during the pandemic, but many would happily return to the 'old. Read More
COVID Has Given Traditional Banks the Upper Hand: Are They Blowing It?
Trust provides an edge over challenger banks, but things could shift quickly post pandemic, making it critical to have a clear digital plan.. Read More
How Financial Institutions Can Keep Momentum Going in Digital Channels
Five regional banking execs assess ongoing COVID impacts and priorities for financial marketing and digital banking for the year ahead.. Read More
How COVIDnomics Is Disrupting the Consumer Lending Outlook
Consumer delinquencies are steady, but some worry that aid programs may mask problems. Small businesses, however, have significant issues.. Read More
6 Points To Consider Before Adding E-Signatures to Your Lending Process
Digital signature technology has been helping banks and credit unions serve people through COVID-19 but are not. Read More
How COVID-19 is Remolding Credit Card Marketing
New partnerships, fintech plays, incentives, and an astounding return to direct mail all mark the turmoil in the credit card business.. Read More
Pandemic Wreaking Havoc on Traditional Banking Structure and Practices
An economy in flux because of COVID-19 recession will see financial institution evolution go on the fast-track, says major PwC. Read More
Why that Spike in COVID-19 Bank Branch Closings Didn’t Happen (Yet)
With all the recent buzz about the demise of branches, it was easy to assume they were going to wither away. But that's not what FDIC says.. Read More
How Financial Institutions Can Help People Gain Economic Peace of Mind
Increasingly consumers are demanding innovative digital apps that help them organize to achieve savings and budget. Read More
Your Bank’s Pre-Pandemic CX Data Has Spoiled (Here’s How to Fix It)
Pushing research to regain a deep understanding of how both employees and those they serve feel about post-COVID conditions will. Read More